Telecom BizOps Production Support Manager

Telecom BizOps Production Support Manager

Manager II – Production Support

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

You Are:

The Telecom BizOps Production Support Manager is responsible for leading the support and operations of business-critical applications, particularly in Order Management, Billing, CRM, and Provisioning. This role ensures smooth operations, rapid issue resolution, and continuous process improvements to minimize order fallouts, system downtimes, and escalations. dealing with business users and other vendor partners from development teams.

The opportunity:

• Oversee L1/L2 support teams, ensuring timely resolution of incidents and order fallouts.
• Manage incident triage, RCA (Root Cause Analysis), and escalation to L3 teams or vendors.
• Ensure adherence to SLAs (Service Level Agreements) for issue resolution.
• Monitor system health, uptime, and performance metrics, taking proactive action to prevent disruptions.
• Improve productivity through automation
• Own build out and support for real-time reporting dashboard for KPI and metrics
• System Security and Performance monitoring and remediation
• Analyze and manage order fallouts, working closely with IT and business teams to reduce manual interventions.
• Implement automation, retry mechanisms, and process optimizations to improve order processing success rates.
• Collaborate with network provisioning, CRM, and billing teams to resolve system integration failures.
• Manage month end and quarterly recurring recon processes and communicate to stakeholders.
• Identify opportunities for automation and AI-driven monitoring to improve system efficiency.
• Work with cross-functional teams to enhance order orchestration, API performance, and workflow automation.
• Develop and refine SOPs (Standard Operating Procedures) and playbooks for incident response.
• Holistic and strategic view on Biz Ops processes and ongoing improvements.
• Leadership communication and Roadmap.
• Resources and roles optimization.
• Handle Business escalations and Targeted communication.
• Act as the main liaison between business teams, IT, and third-party vendors.
• Provide regular updates to leadership on system performance, incident trends, and improvement initiatives.
• Lead and mentor a team of BizOps engineers and support analysts (onshore/ offshore).
• Establish and maintain a knowledge base for recurring issues, reducing resolution time.
• Conduct regular training sessions and war-room simulations to prepare the team for critical outages.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

• Bachelor’s degree in IT, Computer Science, or Telecommunications.
• 12+ years of experience in telecom production support, BizOps, or IT operations.
• Experience in managing L1/L2 support teams and working with third-party vendors.
• ITIL/Cloud certification (preferred).
• Excellent problem-solving and analytical skills to quickly resolve production issues.
• Strong stakeholder management, working with IT, business teams, and vendors.
• Ability to lead high-pressure, 24/7 support environments with quick decision-making.
• Experience in Telecom Order, Subscription Management, Billing and IoT Systems (non-core wireless)
• Knowledge of SQL, API integrations, and troubleshooting logs for root cause analysis.
• Familiarity with incident management tools like ServiceNow, Jira and Confluence
• Strong ITIL process foundational knowledge
• Hands on experience on Reporting tools such as Power BI will be a plus.
• Strong Azure Cloud platform knowledge and experience in deployment and managing applications through automated deployments and support operations on Microsoft Azure
• Splunk Log, Azure Log monitoring is nice to have

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Texas

Compensation Range: $145,000-$218,400

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters belonging, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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